How to Say Yes When the Answer is No - where to rent a mechanical bull
Many of us who have worked in customer relations understand the importance of making customers feel good.
We do what we can to help them get answers to the questions.
However, some of us do not understand this basic premise in a good customer relationship.
When the answer is no, some of us need to learn how to say yes ".
If you ask an airline employee if you can check an extra package without paying for it, the answer is No.
Everyone has to pay.
If you ask the conductor if you can get a premium discount when you are not a senior yet, the answer is No.
Only those over a certain age can enjoy a discount.
If you are about to make a sale and your customer asks for more discounts than you can offer, the answer is No.
You have to draw a line somewhere.
Saying yes when the answer is no is not a simple communication skill.
In fact, you don't say yes ".
What you do is give a feeling of satisfaction, even if the answer is No.
When the answer is no, saying it is the correct mode of communication contains a hint of saying yes.
Compassion and curiosity are the key.
This is two of the three C in the model.
Compassion tells people you really care about and understands the difficulties that this rule, policy or you can't say "yes" will bring to them.
Curiosity shows the person you want to find a solution;
Even if the answer is no, you are concerned about finding a way to be sure.
If you are curious enough to search, you will most likely succeed.
When the answer is no, here are some extra tips for you to say yes ".
No matter how many times you 've heard the same story, listen as if it was the first time.
Really listen to what the other person is saying.
You may hear something new.
It's always a new story for the people who tell it!
Directly and specifically what is the problem you see.
Don't describe how you think the other person sees the problem.
You want to avoid using words that may cause defense or sound like you blame another person. • Don’t Blame! ! !
Don't put people in the corner.
When we feel helpless, we feel defensive.
"There is no other way.
"This is the only way.
"This is our policy.
Avoid using the word why.
"Why didn't you tell me earlier that you needed a microphone?
"Why can't you do this?
Talk in "me" and "me"
"You" message. I-
Information tends to reduce the threat and explosion of communication. You-
Information causes defense.
"You should have told me about this person's needs earlier.
\ "Start the conversation from the perspective of \" I.
"This does not mean that each statement must begin with the word" I.
For example: Jack said to villelwrong way: "You didn't give me enough notice to change the setting of the room.
"I'm afraid we may not have time to reset the room . "
"Let this person participate in the solution.
Let them know what you can do, not just what you can't.
Sometimes you can do more than you think.
Maybe you didn't think there was a little room for maneuver.
Even if you give it a little bit, it feels more than "No!
Use Help words.
"How can I help you?
"What can we do to solve this problem?
If one thing doesn't work, ask "what other way can I make you feel better ? "?
Smile and show sympathy.
Be polite even if you can't give them everything they want.
It's hard to get angry with a very good person.
When you work with people and meet these challenges, you will notice an improvement in your communication skills.
A model that combines three C's with a process that says it's just right will help you.
Learn and practice, and soon you can say yes when the answer is NO!